#CustomerService RECOMMENDATIONS FOR THE BOSSES OF @Wickes, because it's now been 24 hours since the first of 3 promises that "someone from the branch will call you to correct this error" (my order was only half fulfilled) 1/9
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GET MORE @Zendesk SEATS. On twitter (and by the looks of things on your web chat) that's what your first line support are using. If the "local store" also had a seat then the breakdown in comms would be more easily traceable and fixable, because a single source of truth. 2/9

CONSIDER APIs AND DATA FLOW.
If you don't want to buy more seats or if ZenDesk isn't a fit in the wider biz, integrate ZenDesk with your ERP. Yes, that's not easy but it's 2021. Your service team shouldn't have to tell customers like me this sort of guff... 3/9

MANAGE EXPECTATIONS. If you know that it always takes 48 hours to get your shit together, tell the customer. Don't leave them to chase. Come on, that's nothing to do with your techstack, that's just piss poor management.
4/9

NO DEAD ENDS.
I called customer service, went through about 4 button presses to say I had a query about an order. Got the message that I should use the contact form. Then it said "this call will now end". Not the way to give your valued customer the warm fuzzies lads, is it? 5/9

DONT MAKE THE CUSTOMER DO ALL THE HEAVY LIFTING. USE YOUR DATA PROPERLY.
When you log in to your account and want to query an order, one has to go through the process of adding the order number AND email, phone or delivery postcode to raise a query. Why? 6/9

I'm already logged in, I've been looking at the order in the "your orders" bit of the website. A little investment here will make all your customers lives easier. 7/9

PLEASE DELIVER MY TIMBER SOON. I promised my wife that I'd build a raised bed for the garden and all you delivered was the dirt. While the marriage isn't in actual jeopardy as a result, I am in danger of losing control of the remote. 8/9

9/9 I realise mine isn't a big project but the knock on effect on a bigger project, for real construction industry bods, coupled with the lack of communication is losing you business. How do I know? We build these systems for businesses and you're about 5 years behind.